Real Time Analyst - Inbound Team

The Real Time Analyst is responsible for effectively managing workforce resources to optimize staffing levels, ensure service excellence, and maintain operational efficiency within a call center environment. This role includes forecasting, scheduling, real-time monitoring, and data analysis to support the performance of the customer support division.

Key Duties:

Forecasting and Planning:

• Analyze historical call volume, ticket data, and support trends to predict future patterns and staffing needs.
• Develop accurate forecasts for incoming inquiries, service levels, and key performance metrics.
• Prepare both long-term and short-term staffing plans to align with operational goals.
  
  
  

Scheduling:

• Create and maintain agent schedules to ensure adequate coverage during peak and non-peak periods.
• Optimize shift patterns, breaks, and time-off requests to balance workload and team satisfaction.
• Coordinate with HR and training departments for onboarding and skill development schedules.
  
  
  

Real-Time Management:

• Monitor real-time customer support operations and adjust staffing as needed to meet service level targets.
• Manage agent adherence to schedules and address attendance issues proactively.
• Resolve real-time challenges, such as unplanned absenteeism or high call volumes, to ensure consistent performance.
  
  
  

Reporting and Analysis:

• Generate and analyze reports on adherence, occupancy, and resolution times.
• Track and report key metrics, including agent performance and customer satisfaction, to management regularly.
• Provide insights and recommendations based on data to improve workforce efficiency.
  
  
  

System Utilization and Optimization:

• Utilize workforce management tools (e.g., NICE, Verint, CMS) to manage staffing and performance data effectively.
• Maintain and update workforce management systems with accurate and current data.
• Collaborate with IT and system administrators to ensure optimal system functionality and support.
  
  
  

Collaboration and Communication:

• Work closely with call center supervisors, operations managers, and team leaders to align workforce strategies with business needs.
• Communicate schedule changes, policy updates, and performance expectations to agents and leadership teams.
• Liaise with campaign leaders and quality assurance teams to align staffing plans with customer support goals.
  
  
  

Qualifications:

• Minimum of 2 years of experience in workforce management or a similar role, preferably in a call center environment.
• Proficiency in workforce management and scheduling software (e.g., NICE, Verint, CMS).
• Experience with Factorial Shift Management and Monday.com is an advantage.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent organizational and time management skills.
• Effective communication and interpersonal skills to collaborate across teams.
• Ability to thrive in a fast-paced and dynamic environment.
• Knowledge of call center operations and best practices, with a focus on customer support functions.
  
  
  

Employment Type: Full Time

Hours: 9am-5pm EST (may vary as operations work on a shift rotation), weekends off are not guaranteed

Location: Remote

We are an Equal Opportunity Employer!

We are committed to equality of opportunity, welcoming diverse candidates, and promoting a work environment free from discrimination on grounds of race, colour, ancestry, national/regional or ethnic origin, religious beliefs, sex, gender identity, sexual orientation, marital status, family status, national origin, age, or physical impairments.